*** PREVIOUS CALL HANDLING AND ADVANCED CUSTOMER SERVICE EXPERIENCE REQUIRED ***
The Best Connection are currently seeking advanced customer service advisors for our client in the Mansfield area!!
Working within a busy working environment, the responsibilities of the role will include:
Inbound Call Management:
* Handle incoming calls from homeowners reporting issues (e.g., plumbing, electrical, heating)
* Ask targeted questions to gather all necessary details for a repair request
Issue Diagnosis & Triage:
* Identify the nature and urgency of problems
* Determine whether self-help guidance is appropriate or if a technician visit is needed
Scheduling & Coordination:
* Log service requests in your CRM or repair management system
* Assign appropriate technician/fixer based on skills, geography, and availability
* Monitor progress and update homeowners on estimated arrival times or delays
Customer Communication & Support:
* Provide clear guidance on minor troubleshooting steps homeowners can take
* Remain calm and professional during escalated or time-sensitive calls
* Offer accurate updates on the status of service requests
Record-keeping & Administration:
1. Maintain tho...